ComplaintsforRedpeak Management Company LLC

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  applied for appartements, Redpeak has been unable to verify criminal records for approval. Tried to cancel/withdraw application within 72 hours but website does not provide a link, tried to send message via their website but it send you to "404 the page you requested does not exist" according to fine print in contract, which is unavavailableto me, they intend to charge $200 penalty for holding apartement Leasing Agent did not advise me of this contingency when i applied, in there office.

  Business response

  07/29/2024

  Good Afternoon,
  After reviewing the voicemail left and speaking with our property manager at the corresponding community, it seems there was some confusion with a property RedPeak does not manage. In the voicemail, the caller says they submitted an application at "The Huntington"  a week ago which is not a property we manage. Most of the issues stated are regarding that property including the lack of communication and background check delays. Afterwards there is mention of an application submitted at our **************** property which we did receive on Saturday. That office is currently open M-F, and after speaking with the property manager today they were able to confirm the application was received and was being processed. RedPeak does not charge a holding fee outside of the initial $33 application fee. The manager later mentioned the applicant stopped by the office and spoke with the him letting us know they leased somewhere else.

  Customer response

  07/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was living in this apartment complex with a roommate for a year and a half. First, no information was ever given to me even though my name was on the lease. I understand that my roommate was the primary lease holder. I should have received some information especially when it impacts the fees I have to pay. Second, my roommate had a slip and fall case with the complex where ********** did accept fault. Because of this case, I had to resign a lease with an increased rent amount. I was told I couldnt leave the complex until the issue was resolved with my roommate resulting in me paying more in rent and fees with no refund. When the case was settled, I had to leave or move into another apartment and give an answer immediately. While my roommate was compensated through the apartments insurance for everything. Third, I was told I couldnt pay my rent for multiple months because of the issues with my roommates case resulting in me paying additional late fees and expenses. Fourth, the current manager gave me and my roommate conflicting information resulting in additionally fees that I had to pay upon leaving the complex. Today, my roommate informs me that we owe another $158 in cleaning fees that was billed to a debt collector. Neither of us received a statement, email, or phone call that we needed to pay these fees. Although we were aware that there are potential cleaning fees because we had animals. Neither of us were notified before this was sent to a bill collector. Once again, only my roommates name was on the bill. Im trying to understand how they can charge all of these fees and send them to a debt collector without either of our knowledge. Im confused how all of my roommates fees and services were covered by the companys insurance but I wasnt compensated back for any of the increased rates which they said they would do. I dont understand how I can be on the lease and never contacted or notified for anything. Any help would be greatly appreciated.

  Business response

  06/24/2024

  Thank you for your feedback. There is actually no security deposit on file, therefore no amount to be refunded. The charges post move-out are actually for utilities for the time living in the apartment and not for damages or cleaning fees. We cannot accept partial payment on rent. This is a standard practice. We cannot remove an individual from the lease unless the remaining lease holder is able to qualify by themselves.  An individual is free to move but will still be obligated to the terms of the rental agreement.  We are happy to discuss your ledger and further explain the charges, but don't want to post it here, for privacy reasons and will be reaching out to discuss. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Since March 29 the pool/hot tub has been closed. This area is frequently dirty to begin with and is also frequently shut down. At one point it was shut down for several weeks because it wasnt up to code (city of ****** posted a notice saying an emergency phone was required). There still isnt an emergency phone by the way. I renewed my lease here specifically because I use the pool twice a day for exercise/anxiety. Since the pool has been closed for a considerable time, I asked for a credit on amenities being charged each month. The pool is the only amenity in the building - no fitness center. Sothe main amenity is shut down yet Im still being charged. Again, I asked for a partial credit and was denied. I asked to break my lease since they arent holding up their end of the rental agreement. I rented an apartment with a working pool. Right?? They said I would be charged around $2700 for breaking my lease early.

  Business response

  05/03/2024

  Hello ********,

  We appreciate you taking the time to bring this matter to our attention. After investigating the issues that you have stated, we found that the previous work orders you submitted for the pool, one in September 2023 and one in October 2023, were addressed and the issues were repaired in a timely manner.The most recent pool maintenance repair in March 2024 required a new dehumidifier replacement which we do apologize for as there was a longer wait time to receive the part from the vendor. The pool was reopened on April 30th and notification was sent to all residents.

  We understand that it is frustrating to not be able to use the pool for a limited time during repairs when your expectation is to be able to use that amenity every day, twice a day. Maintenance issues arise without notice,whether at an apartment community, personal home, or even a gym that you pay a membership for. Our maintenance team prioritizes repairs and works diligently to minimize any downtime.

  Residents are not charged additional fees to use the pool amenity so there is no compensation to be issued. The year-round pool needing to be temporarily closed for repairs and maintenance does not constitute waiving a lease break fee should you choose to terminate your lease early.

  We assume we have clarified the information that the management team has given you previously and we have addressed your concerns.

  Sincerely,
  *********************

  Customer response

  05/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My apartment floods every time it rains and snows. They refuse to fix it or let me out of my lease. Im desperate and dont know what to do.

  Business response

  02/19/2024

  ********, 

  We have responded to your many poor reviews and have provided solutions and alternatives for your living situation. As you can understand, from your extensive career in property management, a vintage building can develop issues due to community age, and sometimes, repairs need to be made. While we can't predetermine these things, we always respond quickly and have responded to your many requests and numerous poor reviews, and have provided workable solutions, both to stay in your apartment, terminate your lease or to transfer, as well as provide a concession for the inconvenience, and none of these efforts have been agreeable to you. We are at a loss as to how to move forward. 

  We work to provide a good experience for all of our residents, and these solutions, at this point, are still on the table, but we need you to make a decision that we can all work toward amicably.

   

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RedPeak is seeking $3500 due to breaking the lease early. I have two safety concerns that have not been addressed which are the reasons for my move out. 1) My identity was improperly disclosed to a neighbor after I filed a complaint. When discussing it with the office, they ask "have they threatened you?" As if someone warns you before they are going to hurt you. 2) ********** was made aware that the fire alarms cannot be heard in the bedrooms back in October. They have not bothered to fix or address the issue, instead insisting that they passed fire inspection. Like that piece of paper is going to help when I'm stuck on the 7th floor during a fire.

  Business response

  01/29/2024

  Hello ********,
  
  Thank you for taking the time to submit your complaint and bring your concerns to our attention. We understand that the situation has been frustrating for you and apologize for any inconvenience caused. We have investigated the points you raised in your complaint and would like to offer the following clarifications.
  
  It is our policy to maintain resident confidentiality when addressing complaints. Upon receiving your complaint, management contacted the neighbor to address the noise issue but did not disclose your identity or give any detail on where the complaint came from. However, we understand that you and your neighbor previously exchanged phone numbers,, which may have led to further direct contact. When you filed a complaint about this same neighbor threatening you,standard questions were asked by management to get more information regarding the situation to better handle and address the issue/concern. Without specific evidence, management was unable to take further action.
  
  Regarding the fire alarm, we appreciate you bringing this to our attention. There were no further reports or work orders placed until recently when the new manager started. Your concerns about its effectiveness were understood and the new manager began working with our technicians and certified fire safety experts to ensure it has passed all fire alarm testing and is up to code.
  
  Again, we appreciate you bringing your concerns to our attention and your feelings towards those concerns are valid. Since there have not been any current findings that the alarm is defective and due to not having any specific evidence, or an official police report against your neighbor, we are not able to release you from your contract liability regarding the lease break fee.

  
  If you feel this is inaccurate information or wish to discuss anything further, please reach out to us directly via phone at ************.
  
  Sincerely,
  ********************;

  Customer response

  01/29/2024

   
  Complaint: 21172194
  
  I am rejecting this response because:
  
  On November 16 at 4:01pm, ******* called to inform me that she told my neighbor that *** came down to report that your dog was barking and crying. I have a text message from my neighbor confirming that in fact she did say my name.

  Your residents should be able to approach your leasing offices with a certain amount of implied (and legally required) safety and privacy in these situations. The way in which this situation was handled by your employees was not only disrespectful, but put myself in ***** way. Your leases make an effort to guarantee an enjoyable experience for all residents- how can I feel this way when every time I open my door I am fearful and have to approach every situation with caution?

  Sincerely,
  
  *********************************

• Initial Complaint

  11/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 11, 2023 I have resided at a RedPeak property on ********* in ******, ** for approximately 3 years. Within the past year, I have had issues with getting work orders completed in a timely matter.The most recent issues have been the rusting of an air viaduct, leakage of toilet, insect problem and damage cabinet (in kitchen).The problem with the rust from viaduct (swamp cooler) was resolved after having maintenance personnel come and replace a part for the toilet. This individual stated he was the maintenance supervisor and he would replace the toilet after he had replaced the part. I indicated it looked like the toilet had been here for many years and needed replacing. He stated he could order a new one and it would be here in about a week. He also stated he would place an order to replace the viaduct. He eventually came back with his manager and took off the covering of the rusted viaduct. I had to contact the person who was the actual maintenance supervisor, via, email to have the viaduct replaced. A subcontractor came to repair the damaged cabinet on 10 November. The issue with wood chips in the evening became unbearable. The worker indicated what he/she saw and stated instead of repairing, the doors shouldve been replaced. I discovered before the person left there was a third door, which was not on the work order, which, needed repaired. The person took a picture for the record. I also took a picture and sent it to the maintenance supervisor. He stated in his email that he did this as a courtesy and he would not repair the damaged door to the cabinet. I responded back to his email and forwarded the information to the property manager, but, did not receive a response. This issue needs to be addressed because of health concerns of wood chips in the kitchen where food is prepared. I need a resolution immediately. There is no preventive maintenance on the property. I discovered loose cabinets (separation) overhead while cleaning kitchen area. There has never been preventive maintenance since I have been here, periodically.Thanks,

  Business response

  11/20/2023

  Hello ******,

  
  Thank you for taking the time to submit your complaint. After investigating the issues that you have stated, we found that all work orders you have submitted have been addressed and responded to. Preventative maintenance, which refers to inspecting large equipment and assets such as HVAC systems, water heaters, etc. has been completed in your building twice this year on June 14th and November 14th.Items such as paint chipping, which are caused due to wear and tear, are normal and expected after living in a home for an extended period. These items are the responsibility of the resident to report if in need of repair. Dependent on the damage and repairs needed, the responsibility may fall on the resident. In this case, both the maintenance supervisor and community manager have ensured that the repair was made and only after it was completed, you stated there was more that needed to be repaired. There have been several concerns brought up by maintenance team members and our external contractors regarding your aggressive behavior and creating an uncomfortable environment while technicians are trying to address your maintenance concerns. If you feel this is inaccurate information,please contact us directly via phone at ************. We assume we have addressed your concerns.

  
  Sincerely,
  ********************** 

• Initial Complaint

  08/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On August 16th we applied to get at ************** Town homes in ******, **. The town homes are owned by Red Peak. There was communication with the company numerous times to get our proof of income resolved. He had such a big issue to prove income and supplied more than enough information to the point they were getting very personal with us.We had enough income from the three of us to prove we could afford to pay rent at the ********** homes. At the time the company was running a promo/special where if you fill out an application and move in by a certain time you would get $1,500 off rent.We had an ongoing situation with the company to prove income because they were being very unreasonable and on the borderline of possibly discriminating against ****** and ****** for having social security income. In the end, the leasing agent decided we needed to cancel the application and reapply with just ***** and ******. In a verbal conversation, the leasing agent stated he would refund us the application fees we paid ($126.00 on 08/16) and he would make sure we get the promo they were offering ($1,500 Off rent). He knew the promo was going to expire and stated to us that with everything that we were through, I will make sure you get the promo because you would've had it under the first application. Moving forward, we filled out a new application with just ***** and ****** on August 19, 2023, for $84. On August 20th I was approved with mine and ******'s income. After speaking with the leasing agent, he said he would talk to the manager regarding our situation. I received an email and saw in the lease that I wouldn't be getting the $1,500 off from rent.When I called the leasing agent about this matter, he stated to me management won't give me the promo and that it was our fault and not the companies fault for proving income. He wouldn't let me speak to a manager. I feel baited about the situation because of what was verbally stated to me. I never felt so mistreated.

  Business response

  09/20/2023

  Good afternoon,

  To our knowledge, this matter has been rectified. The property manager reached out directly to address the issues, a move-in credit of $1500 was honored and applied to the account as well as an additional credit of $84 for the overage pay. If this is not accurate information or if you have anything further that needs to be discussed, please reach out to us via phone at ************

  Thank you,

  ***********************

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I moved out of our apartment at *************************** on March 23, 2023. *************************** personnel were unable to conduct a walk-through with me on the day we moved out and said they would do it at a later date by themselves. After not hearing from anyone for over a month, I contacted the branch manager on April 24th, to inquire about our security deposit. He responded on the same day and informed me that we had a balance of $688.68 due to a stain on the carpet. Given that our original deposit was $200, I was informed that we still owed them $488.68.I contested this balance, explaining to him that the stain was a result of a faulty dishwasher, which flooded the living room twice before it was replaced. The flood damage was so extensive that it warped the hardwood in the kitchen, prompting maintenance to replace a significant portion of the carpet connecting the kitchen to the living room. However, the next day (April 25th), I received an email from a collections agency regarding this balance, ******* hours after learning about the balance and only after contacting the property management.I informed the property managers that I intend to file a claim in small claims court, but am also willing to write a check for the balance to prevent this "debt" from impacting my credit score. Despite this, they insist that I must go through the collections agency, which will not accept payment until I agree to multiple pages of legal terms. I am not an attorney, so I don't know if those legal terms would prevent me from challenging this balance in court. In other words, I feel as though I'm being strong-armed into agreeing to legal terms - by a company I have never done any kind of business with - in order to avoid a negative **** on my and my wife's credit score. I am willing to pay RedPeak LLC today, but I should not have to agree to any legal terms to make a payment.

  Business response

  06/08/2023

  Vitaly, 
  
  RedPeak has a process after our residents move out. Once you move out, the property will send you your move out statement and will let you know your balance owed. After that, our resident advocate team, within ******************, will begin contacting you on behalf of RedPeak to collect the balance due. Our Resident Advocate team will work with our past residents and be in communication with them regarding payment. All payments must be submitted through our ******************. This interface is how RedPeak keeps track of any money due after someone moves out. The balance could be as small as a $1. This is why I cannot accept funds at the property level. This policy is what I have to go by to keep everything consistent in our company. 
  
  I have called our ****************** and extended you another 30 days to make payment with them. If payment is not received by July 8, 2023 it will be forwarded to collections. Once you make payment with the resident interface team, they let us know and the balance will be cleared from your account. I can keep you updated every step of the way once you make payment.
  
  Thank you, 
  
  *****************************
  

  
  

  Customer response

  06/08/2023

  
  *******,
  
  The property did not send me a move out statement or let me know that I had an outstanding balance. In fact, I had to reach out to ***** on 4/24 a month after moving out- to find out whats going on because there was no communication. 
  
  I got my first email from Resident Advocate the day after I reached out to ***** and disputed the withholding of my security deposit. If Resident Advocate is just your standard billing company, why didnt they reach out to me before I disputed the balance with *****? If you go on the Resident Advocate website, its abundantly clear that they are a collections agency.  They act like a collections agency (by almost daily harassment calls and threatening emails) and thats why they feel the need to list Federal and state debt collection laws and/or fair credit reporting act disclosures on their website (see screenshot below). They intentionally use intimidating language like debt and default to make you believe that you have done something wrong. However, I was not in debt. I did not default on any payments. I simply had a balance, which I had known about for ************************************** You can also tell they are a collections agency by their misleading name: Resident Advocate. They are clearly not in the business of advocating for the resident but are obviously a landlord collections agency. 
  
  Therefore, its clear that this is not simply a billing agency because you would have used them to collect rent. RedPeak LLC has a portal where they can collect bills (I used it for 2 years to pay my rent). You use this company because its intimidating. When my wife got their first email, she called me in a panic. That is point of using this company and its how you intimidate people. 
  
  Another reason why using this company to collect your bills is a predatory practice is because they make you sign your life away just to make a payment. There are endless terms and conditions that you must agree to (without any opportunity to negotiate them) just to give them your credit card information. If you dont agree to these terms, then you are constantly reminded that they will ruin your credit history. Again everything is designed around intimidation. 
  
  I am willing to make a payment to Repeak today and dispute the balance at a later date. I never entered into any business agreement with Resident Advocate and I dont need to agree to their legal terms. I am also not in debt. I have an outstanding balance, which I am completely willing to pay today and dispute at a later date.  
  
  Vitaly 
  
   
  

  Customer response

  06/16/2023

   
  Complaint: 20146942
  
  
  Hello ******* and BBB Resolutions Team, 
  
  Please note that this is not an acceptable response by ****************** because I am still being strong-armed into agreeing to restrictive legal terms just to pay a balance. This is all done under the threat of ruining my credit score. 
  
  I have been speaking to a local legal team and the ******** attorney general, which have encouraged me to file a complaint indicating unethical and predatory business practices by RedPeak LLC.
  
  I want to re-emphasize in this email that I am willing to make a payment today by mailing a check, venmo, paypal, or the resident portal I used to pay rent. However, I will not agree to any legal terms or wave my right to challenge this withholding of my deposit at a later date. 
  
  Thank You,
  
  Vitaly 
   

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mom and dad moved into **********************************, owned/managed by Red Peak. the unit was advertised with a working, secure bike storage in the parking garage. That bike storage is not functional -- the lock does not work (not secure), and the space is unusable with dusty bikes that are clearly abandoned. My mom on multiple occasions pleaded with Red Peak to fix this, and even offered to pay for making the lock workable from her own pocket. They did not take any action to fix this (we have plenty of documentation). As a result, they couldn't lock up bikes and this means for my dad, who is mobility challenged, he can't ride his adult trike for exercise. So, they have to move out. Red Peak is demanding $2900 early lease termination fee. That would be fair if they are leaving because they have buyers' remores, but that is not the case. They are leaving because Red Peak has not fixed/maintained a/they key amenity for my folks, that was advertised as functional. My mom is a ** Army veteran on a fixed income, and my dad only has social security, this is unethical.

  Business response

  05/16/2023

  Hello ****,
  I would like to apologize for the inconvenience that you and your parents have experienced with the bike storage at our community. We understand that this has been a frustrating matter for all parties involved.
  A new bike storage has been made available to all residents. It was a relatively large project and did take some time to complete.
  We understand that this amenity feature was very important to your parents, and we appreciate your patience as we worked to resolve this issue. As a gesture of goodwill, we are issuing a credit of $200 towards the lease break fee.
  We apologize again for any inconvenience that this may have caused.
  

  Thank you

  
  

• Initial Complaint

  04/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am feeling harassed by the management company of my building and I need them to stop contacting me. I have video footage of them entering my home to check if I am still here before even reaching out to me. They park in my spot and sit there for minutes on end and they send me complaints from my neighbors that are invalid. I am moving out in a couple of weeks and just need them to leave me alone.

  Business response

  04/19/2023

  ***, You chose to terminate your employment with us with no notice, and to our knowledge have not paid your rent for ****** You are free to leave at your will, but you can certainly understand we need to begin proceedings for non-payment. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩